Comstel Frequently Asked Questions.

Comstel ICT is an Australian-owned telecommunications and ICT company headquartered in North Sydney. We deliver business-grade communications and technology to Australian SMBs — including phone systems (VoIP, cloud PBX, Avaya, iPECS, 3CX, BizTel), NBN and internet, business mobile plans, cybersecurity, managed IT, printers, video conferencing, POS and surveillance, AI tools and solar/EV charging.

Comstel ICT was founded in 2015 — about a decade of Australian-owned, Sydney-based business telco and ICT delivery. ACN 634 262 892.

Our headquarters is at Level 7, 161 Walker Street, North Sydney NSW 2060. We service businesses Australia-wide. Cloud phones, NBN, mobile and managed IT are delivered remotely — no in-person install required for most setups.

All sizes — from sole traders through to multi-location enterprises. Our solutions are fully scalable and tailored to your specific requirements.

Yes — always. We start with a no-obligation discovery call, assess your current setup and recommend the right solution. No pressure. Call 1300 070 747 or use the form on this page.

We are a genuine one-stop provider. Many clients consolidate their phone system, internet, mobile, IT support, security and equipment under a single Comstel account — one bill, one contact, zero coordination headaches.

Yes — Comstel works with Australian equipment-finance partners so you can spread the cost of hardware and installation over time. See our Finance Options page or talk to sales for eligibility.

Most of our work is with Australian businesses, but we also offer residential NBN and selected consumer products via our Shop and Comstel TV Box. If you're unsure, just ask — we'll point you to the right option.

VoIP routes calls over the internet. SIP is the protocol used — it replaces traditional PSTN/ISDN lines. A cloud phone system (3CX, iPECS) hosts everything in the cloud so staff can work from anywhere via mobile app, laptop, or desk phone. Most SMBs benefit most from a cloud PBX with SIP lines.

Absolutely. All our cloud systems include iOS and Android apps plus a web client. Your team can make and receive business calls from anywhere with internet access — same number, same caller ID, same recording.

Not necessarily. We check hardware compatibility during the assessment. If replacements are needed, we supply pre-tested, pre-configured handsets ready to plug in from day one.

Yes — we handle number porting for landline, 1300, 1800 and most mobile numbers. Your business number stays the same.

Cloud phone systems can auto-forward to mobile numbers or another office during an internet outage. Combined with our business NBN failover options, your team keeps taking calls even if the primary connection drops.

Usually yes — switching from legacy ISDN or PSTN lines to SIP trunking and cloud PBX typically removes line-rental costs and reduces call charges significantly. We provide a clear before/after comparison during the free consultation.

Business NBN includes priority technical support, faster fault response, business-grade Service Level Agreements (SLAs), and often static IP and bundled services. Residential NBN is best-effort and prioritised lower during outages.

Yes — we manage the entire transfer and coordinate with your current provider. In most cases no downtime occurs. If NBN infrastructure is already in place, you may qualify for better speed or value through Comstel.

For most small offices, NBN50 (50/20 Mbps) or NBN100 (100/40 Mbps) is plenty for cloud apps, VoIP and EFTPOS. Offices doing heavy video conferencing or large file uploads benefit from NBN250 / 1000 or Enterprise Ethernet.

Data resets automatically on the 1st of each month. On unlimited plans there is no cap. Unused data from capped plans does not roll over.

Yes — static IPs are available on most business plans and are essential for hosting services, VPN access, remote desktop and CCTV / surveillance. Ask us during your quote.

• 4G/5G Voice SIM-Only plans — for everyday phones
• 4G/5G Pooled plans — share data across the team, control costs
• Mobile Broadband Data-Only plans — for tablets, hotspots, IoT devices

Plans are powered by Vodafone Business and tailored to your team size.

Yes — pooled plans let unused data from one user be used by another, capping bill shock when one staff member goes over. Ideal for teams of 5+ where usage varies.

Yes — number porting works for mobile numbers too. The original carrier may take a few business days to release the number; we coordinate the switch so there's minimal disruption.

Roaming is available — international add-ons are activated per traveller, by day or by country. Comstel can pre-enable roaming on selected lines before staff travel.

Antivirus detects known threats using signature databases — fine for the basics. EDR (Endpoint Detection & Response) uses behavioural analysis and AI to catch attacks that antivirus misses — including ransomware, zero-day exploits and fileless malware. EDR also gives you the forensic detail to respond.

Dark web monitoring scans hidden marketplaces for your business email addresses, passwords and credentials. If they appear following a breach, you're alerted immediately. Recommended for any business handling client data, financial information or sensitive communications.

MFA adds a second login step beyond a password — usually a code from a phone app. It's one of the single most effective cybersecurity controls and is now mandatory or strongly recommended for most Australian compliance frameworks. We help configure MFA across Microsoft 365, Google Workspace and other key business apps.

Don't power off — disconnect from the network if you can (unplug ethernet, turn off Wi-Fi). Then call 1300 700 600 immediately. Time matters. We can isolate the affected systems, preserve evidence, contact your insurer and start recovery.

Bonnie is an AI-powered telephone and WhatsApp assistant. Comstel integrates Bonnie to answer routine calls automatically, respond to WhatsApp enquiries 24/7, and free your team for higher-value work. Ideal for businesses with high volumes of repetitive enquiries.

Yes — Australian small businesses are now the most targeted segment for ransomware because they often have weaker defences than large enterprises. The fix is a layered approach: EDR, MFA, regular patching, backups (and tested restores), email filtering and dark-web monitoring.

We review your contract and show you an honest comparison — in many cases savings outweigh early termination fees. We'll never pressure you to switch before you're ready.

Most cloud phone-system switches complete in 1–3 weeks including number porting. Internet switches are usually 5–10 business days. We schedule cutovers around your business hours, not ours.

Absolutely. Many clients start with phones or internet, see how the relationship goes, then consolidate everything else over time. No all-or-nothing commitment.

Bills are sent via email in the first week of every month with 14-day payment terms. Contact service@comstel.com.au for billing queries.

Your first invoice includes pro-rated line rental — charged from activation date plus one month in advance. From your second bill, charges reflect your normal monthly amount.

Visit comstel.com.au → My Account. Your login is your account number. The portal gives 24/7 access to account details, services and usage data.

Direct bank transfer (EFT) and credit card. Finance options are also available for equipment purchases — see our Finance Options page.

Yes — that's the whole point. Phones, internet, mobile, IT support, security and equipment all roll up onto one Comstel invoice. One renewal cycle, one contact for billing questions.

• Phone: 1300 700 600
• Email: service@comstel.com.au
• Portal: My Account at comstel.com.au

You'll always speak to someone who knows your account — never an offshore call centre.

Our maintenance plan providing priority technical support with guaranteed response times, no hidden parts or labour costs, and access to our national service network. Tiers are available to suit different needs and budgets.

Standard support is during business hours (Mon–Fri 9:00am–5:30pm AEST). After-hours and 24/7 coverage is available through a premium System Cover agreement. Talk to us if uptime is critical for your business.

Call 1300 700 600 immediately and tell the team it's a critical outage. Critical incidents are prioritised over routine tickets and tracked against our SLA response times.

Yes — we provide handover training when new systems go live (phone systems, M365, security tools, etc.) and additional training sessions on request. Most are remote via Teams or Zoom; on-site is available in Sydney metro.